Assistant Customer Service
Resume:
ABOUT ME
Assistant Customer Service
Supervisor/Manager with
exper se in planning, co
ordina ng & delega ng tasks.
Proven track record in resolving
and reducing customer complaints
and mee ng customer service
level agreements.
Google master cer fied trainer &
Six Sigma lean cer fied
professional
LINKS
h p://www.linkedin.com/in/enoch
-fresnell
LinkedIn:
PERSONAL DETAILS
Date of birth
23rd September, 1987
Na onality
Indian
Visa status
Residency
Marital status
Married
LANGUAGES
ENGLISH
HINDI
TELUGU
WORK EXPERIENCE
DUBAI
Aug 2019 - Present
• Analyze CX KPIs (SL, CSAT, etc.)
coming from different sources/systems and the impact on CX KPIs on business
• Set up the VoC Surveys
- Capture VOC - feedback and sugges ons
• Root Cause Analysis
- CX Issues issues along the customer journey
• ISO Audits
& Sugges ons
based on VOC feedback-Forecast likely improvements on customer-related ini a ves
• Analyze CX ini a ves/objec ves
implementa on and support test & learn through data
• CX analy cs and VoC tools
-Monitoring the benchmarks of comparable businesses and best prac ces
• CX ini a ves
by analyzing the impact on the business /customer
• Strategic improvements
-Challenge business to improve based on data and opera onal efficiencies
• Set up CX analy cal pla orm
aggrega ng CX feedback from different sources
• Create and update CX reports
and dashboards and promote the adop on within the business
• Design KPIs and metrics
- Service Level - VoC measurement to drive impact and customer centric decision making
• Management Review Mee ngs -
Building & measuring data points of progress with a storyline. Present VoC and CX data findings with ac onable
recommenda ons
Hyderabad, Telangana.
India
Sep 2014 - Mar 2019
• Hiring & Training staff -
Selec on process based on prerequisites (Chat Email & Phone channels)
• Google Product Training -
Managing, designing, developing, coordina ng and conduc ng all training programs
• Training Need Iden fica on & Analysis -
EDI - EMIRATES
DRIVING INSTITUTE
Assistant Customer Service Supervisor/Manager (VoC, Data Analy cs & Intelligence)
HARDWARE,
GOOGLE PLAY &
APPS, GOOGLE
WALLET
AM/TL - Product Training, Quality & Compliance
ENOCH
FRESNELL
ASSISTANT CUSTOMER SERVICE SUPERVISOR/MANAGER (VOC, DATA ANALYTICS & INTELLIGENCE)
FLAT NO 805, Al Zarouni Building no
14, Behind Emirates Driving Ins tute.,
DUBAI, U.A.E
admej3@r.postjobfree.com
SKILLS
SIX SIGMA
PROJECT MANAGEMENT,
ORGANIZATIONAL AND PLANNING
SKILLS
ABILITY TO ANALYZE PROBLEMS AND
PRODUCE A VIABLE SOLUTION
EXCELLENT VERBAL AND WRITTEN
COMMUNICATIONS SKILLS AND
GOOD ATTENTION TO DETAIL
IMPROVING CUSTOMER EXPERIENCE
DRIVING LICENSE
Driving license category
Light Motor Vehicle - UAE
Conduct/Monitor progress - PKTs, Quizzes, Mystery shopping etc
• Administer training & Assess Outcomes
- Shadowing training, TTT, staff performance reviews, Trainees weekly performance evalua ons
• Weekly Client Business reviews
- Training progress and content revision
• Maintaining Quality targets
- CSAT & Quality KPIs
• Defect Management
and Improvement based on TNI & TNA
• Floor Compliance and Data privacy management -
Monthly floor supervison, Audit tracking and termina on VIZAG
Aug 2010 - Sep 2014
Conduc ng Quality Variance
- Monitor, evaluate and share feedback for calls considering Regulatory Compliance and Internal Policies and procedures
●
Conduct Internal Audits, call monitoring
and compliance observatory
●
Training Iden fica on & Trend Analysis
across teams.
●
Product and Procedural updates
sharing and tracking
●
MIS/reports
- Inquiry Tracker, Compliance and Quality scores tracker & PMI
(Performance, Measurement and
Improvement)
EDUCATION
Mumbai. India
2016 Execu ve Masters of Business Administra on
Successfully completed specializa on in Produc on Management & Control
ViZAG
2010
Successfully completed B.Com under Andhra University in March 2010
HSBC - HONG KONG
SHANGHAI
BANKING
CORPORATION
Ac ng TL - Product Training, Quality & Compliance
ISBM MBA
ANDHRA
UNIVERSITY
Bachelor of Arts
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